| Typically the term Help Desk used for centralized help | | | | communication to occur between IT departments and |
| to the end user in an enterprise. In a business | | | | their end users, technologists must commit to talking |
| enterprise help desk is a resource where end user will | | | | with them directly. |
| get information and assistance regarding the problems | | | | If IT departments are going to remain relevant, they |
| they are facing up to. | | | | need to develop trusting, collaborative relationships with |
| Currently the rapidly growing demands and | | | | end users. Unfortunately, for many technologists, this |
| expectations of end users, IT help desk do need | | | | will require a fundamental shift in their attitudes. Too |
| development but it has now reached at a critical | | | | many IT departments view their work as developing |
| stage. Help desk staff facing lots of problems which | | | | solutions for—not with—users. On the other hand, |
| are due to instant arrival of new products, lack for | | | | where technologists have sympathy for the users and |
| information from development groups, service definition | | | | a fundamental desire to work with them to develop |
| and monitoring and the most important is | | | | solutions, end users are more likely to want to |
| communication gap. Another most critical issue which | | | | collaborate with their IT departments. When this type |
| is increasingly affecting the role of Help Desk in an | | | | of collaborative relationship exists, end users feel |
| organization is the mutual understanding between both | | | | ownership and even pride in their systems. |
| end users and IT staff. In most of the organizations | | | | End Users’ Training Program plays a vital role of IT |
| Help Desk Officers usually sit on the high speed bullet | | | | Help Desk in any organization. Unfortunately, many |
| train, and due to which they unable to understand what | | | | organizations fail to see these benefits and consign the |
| end user is actually trying to convey them and | | | | help desk to damage control. Effective end-user |
| ultimately cause a very bad impact of the IT Staff in | | | | training can reduce routine service calls, improve overall |
| the organization. In simple words we are still stuck in | | | | end-user confidence in IT, and enhance the IT |
| traditional help desk which is totally reactive approach | | | | department’s image within the organization. All |
| i.e. just fixing the result of the problem not the causes, | | | | trainings should base on interactive sessions, group |
| technical-oriented staff which are struggling for | | | | discussions, IT procedures and on-hand tutorials. The |
| resources and awaiting customer approaches. | | | | bottom line is, a solid training program should be a core |
| Organizations need to change this approach to | | | | for any job. However, these approaches can help to |
| Proactive, by moving from traditional help desk to | | | | significantly reduce the time of end user and the time |
| modern help desk, fixes the problems at source, | | | | which they usually spend the help desk staff to |
| gathers and disseminates information, End user | | | | resolve their issues. |
| service-oriented staff, a key motivator, strategy driven, | | | | Another way to achieve business goals is to get |
| the public face of the organization, remove the lack of | | | | feedback from end users, finding what they need to |
| product information and get updated by development | | | | push these goals through. To get this information IT |
| teams on any new arrivals, eliminates communication | | | | Department must establish a regular feedback |
| gap with different departments of organization, end | | | | procedure and use the gathered information for |
| users and get end user’s feedback to ensure | | | | increasing the performance of IT Staff and/or the |
| their level of competence, service quality and | | | | technical resources available in organization. End user |
| behavior. The successful help desk uses the | | | | must be honest and send the proper feedback with all |
| information which it gathers to make the business | | | | his/her details in order to get a great response from IT |
| case for receiving resourcing, or to give its voice | | | | Department. The user feedback is one small step in |
| influence. | | | | determining how end users view the activities and |
| Going forward, the relationship between end users and | | | | behavior of IT Department. You can use these |
| IT help desk should be based on open-mindedness and | | | | feedbacks to change the way of IT Staff’s |
| a constant dialogue about the ways technology can | | | | approaches initiatives, challenges, goals, communication |
| support changing business needs. When an IT | | | | and performance. It can also better define IT’s role |
| department is focused on the end user, creative and | | | | in the organization. |
| innovative solutions can be developed. | | | | Today's competitive environment requires that IT |
| IT staff rarely met with managers, middle managers | | | | departments become more sensitive and responsive |
| and department heads in typical organization, but no | | | | to business needs. But old ways of relating to end |
| end users will get a chance to meet with them and | | | | users have made IT staffs insular and unaware of |
| ultimately this will create a big gap between IT staff | | | | what happens at the front lines of their organizations. |
| and end users, no one will get the clear picture and | | | | IT leaders have to respond by developing a new |
| future needs of end users. This is not the good | | | | relationship with their end users, based on open |
| exercise for any IT department, for genuine | | | | collaboration. |